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Your First Process and Beyond

For most people, ITSM starts with the Service Desk and incident management. While that’s a great start, the real benefits come when you move beyond your first process and introduce ITSM as the foundation for extraordinary service delivery.

You will learn:

A brief history of Service Management and its underlying benefits
The “down and dirty” of designing a process
The importance on communication and obtaining “buy-in” for ITSM
The concept of the ITSM program office
Building and executing an ITSM roadmap

7.
7Copyright
2013,
Navvia
-­‐
a
division
of
ConsulCng-­‐Portal
“IT
Service
Management
is
a
journey…”

8.
So
Why
IT
Service
Management?
2013-­‐08-­‐22
Copyright
2013,
Navvia
-­‐
a
division
of
ConsulCng-­‐Portal
8
“born
out
of
necessity,
ITSM
brings
order
to
chaos
and
results
in
superior
service
&
improved
business
outcomes”

9.
IT
Service
Management
is
not…
• Service
Management
is
not
a
”tool”
• Service
Management
isn’t
a
“process”
• Service
Management
isn’t
a
“department”
• Service
Management
is
not
the
help
desk,
systems
administrators,
or
an
army
of
technicians
• Service
Management
is
not
a
“nice
to
have”
2013-­‐08-­‐22
Copyright
2013,
Navvia
-­‐
a
division
of
ConsulCng-­‐Portal
9
The
purpose
of
Service
Management
is
make
sure
IT
is
run
correctly
and
serves
the
business